Customer Support Analyst II , Kenya


PURPOSE OF POSITION:

Customer Support Analyst IIIs are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.


KEY RESPONSIBILITIES:

    PROJECT PLANNING:
  • Provides input during project planning and requirements phase.
  • Comprehensive project plan.
    SERVICE DESK:
  • First point of contact and day-to-day technical support to end users.
  • Responds to Level 2 support and works with vendors on Level 3 support.
  • Generates activity and status reports.
  • Provides the user access service.
  • Researches trouble issues which affect multiple clients.
  • Reviews checklists and scripts.
  • Works with vendor technical support personnel on solutions for clients.
  • Technical support, documentation and reporting of end user requests, status and resolution.
  • Resolution of reoccurring issues.
  • Collaboration with vendors for solutions to client issues.
    CLIENT TECHNOLOGY SUPPORT:
  • Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
  • Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Updates configuration management tools.
  • Develops and documents procedures for performing configuration changes, updates and upgrades.
  • Provides on-going support of client technology.
  • End users have required technology.
  • Technology conforms to IT standards.
  • End users receive required technical support for hardware and software issues.
  • Configuration management tools are up-to-date with documented procedures for changes, updates and upgrades.
    TECHNICAL SUPPORT:
  • Ensures that all technical resources are available for meetings that include video conferencing.
  • Engages the hardware vendors on issues to remedy issues or escalates for support.
  • Monitors and communicates system status.
  • Diagnoses and resolves client workstation and mobile device hardware and software issues.
  • Creates temporary solutions until permanent solutions can be implemented.
  • Assists systems, programming and vendor professionals as needed to resolve problems.
  • Coordinates the resolution of escalated application, hardware and software problems.
  • Customer satisfaction achieved for video conferencing services.
  • End users receive required technical support for workstation and mobile device issues.
  • Use of technical expertise to resolve problems quickly.
    SECURITY:
  • Adheres to the integrity of controls, regulations and guidelines.
  • Reviews operation processes to ensure consistent approval and compliance.
  • Makes recommendations and changes as appropriate.
  • Operation processes are in compliance with security policies, standards and procedures.
  • Identification of changes needed to improve processes or maintain compliance.
    INVENTORY MANAGEMENT:
  • Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
  • Up-to-date and accurate IT asset inventory.
    SERVICE LEVEL MANAGEMENT:
  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
  • Monitors service-level objectives to ensure that requirements are met or exceeded.
  • Makes recommendations to approve performance and client satisfaction metrics.
  • Follows up in a timely manner to ensure customer satisfaction.
  • SLAs are met or exceeded.
  • Customers are satisfied with services received.
    SERVICE IMPROVEMENTS:
  • Tracks performance metrics.
  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
  • Develops procedures and controls for service improvements.
  • Recommends solutions to common problems and updates frequently asked questions documentation.
  • Problems identified and resolved quickly to maintain or improve customer satisfaction levels.
  • Improved service levels.
  • Reoccurring service problems are identified and resolved quickly.
    TESTING:
  • Participates in integration and user acceptance testing.
  • End product meets business needs.
    TRAINING:
  • Trains co-workers on new or existing functionality or services.
  • Identifies customer training needs based on common problems.
  • Staff up-to-date on functionality and services being supported.
  • Training needs assessment developed based on analysis of issue trends.
    DOCUMENTATION:
  • Creates, modifies and reviews documentation of issues resolutions.
  • Develops and delivers documentation to ensure appropriate end-user support.
  • Creates and submits documented resolution to Knowledge Base.
  • Updates manuals/guides to incorporate new recommended products.
  • Complete and accurate documentation for use within the IT organization.
    COMMUNICATIONS/CONSULTING:
  • Alerts team members about recurring problems.
  • Communicates technical information to both technical and non-technical personnel.
  • High level of customer satisfaction and productivity.
  • Communication of technical information that can be understood by someone with or without technical knowledge.
    BUSINESS CONTINUITY:
  • May provide input to the design of backup and recovery procedures.
  • Improved Business continuance procedures.
    RESEARCH/EVALUATIONS:
  • Designs standard image and designs alternate images, as needed.
  • Evaluates and recommends new standard products for corporate standards list.
  • Participates in working groups related to standards.
  • Hardware and software products that meet client requirements.
  • Product recommendations in compliance with corporate standards.
    COACHING/MENTORING:
  • Mentors less experienced staff in multiple areas of expertise.
  • Transfer of knowledge in multiple areas of expertise.

KNOWLEDGE, SKILLS & ABILITIES:
      REQUIRED:
    • Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
    • Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
      PREFERRED:
    • Typically requires 5-7 years of relevant technical and business work experience.
    • Willingness and ability to travel domestically and internationally as necessary.

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Customer Support Analyst II , Kenya Customer Support Analyst II , Kenya Reviewed by Unknown on 8:27:00 AM Rating: 5

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